Customer Loyalty Team Lead – Customer Experience

Stellenbeschreibung:

Overall responsibility for planning and delivering the company's key customer events and trade fair appearances in 2027
Manage and further develop the customer loyalty program, including analyzing customer needs, deriving initiatives to increase customer loyalty, and measuring success against defined KPIs
Develop and manage an integrated annual plan covering all customer touchpoints
Manage budgets and control costs for all initiatives, including budget planning, forecasting, and reporting to management
Coordinate collaboration with internal stakeholders such as Sales, Marketing, Product Management, and the Academy, as well as with external partners and service providers
Measure the success of all customer loyalty and event activities, including KPI analysis
Provide operational leadership to the teams involved and work closely with the department head to ensure smooth day-to-day operations

Requirements

Successfully completed commercial training or an equivalent qualification
Ideally, professional experience in event and project management
Leadership experience
Confident and professional manner when dealing with internal and external partners
Strong project and stakeholder management skills
Excellent communication and organizational skills, combined with strategic thinking
Passion for customer relationships and a strong service orientation
Analytical mindset with the ability to identify potential and derive targeted initiatives
Structured, independent, and solution-oriented approach to work
Good knowledge of CRM systems and Microsoft 365
Good written and spoken German and English

Core Competencies

Demonstrates expertise in event and project management, with a strong focus on customer loyalty program development and KPI analysis. Proficient in budget management and stakeholder collaboration, ensuring effective communication and operational leadership.